Managing your Services

This morning I added the Amazon Prime Promo to my account. When I go to “complete activation” with my Amazon account I get an error that says “This account is not eligible for this benefit”. Both accounts are under the same email and I did receive a confirmation email. Thanks!

Upon review of my recent bill, I noticed that there were several days where my wife and I were charged both the USA and International rate for Easy Roam. These were days where we were travelling to Mexico via the USA. I could not find any language on the Easy Roam page or anywhere else that detailed you would be charged both daily rates if you are travelling to another country via the USA. My question is, should the more expensive International rate ($16) not supersede the USA rate ($14)? Koodo touts it as a “daily flat rate”, when in reality they are double-dipping for $30 ($14 + $16) if you pass through the States.Does anyone know where the language explicitly stating that you will be charged for both rates is located? Or has there been an error in my billing?

Hi, I had two mobile lines while I was visiting Canada in June July and August 2023. I was told in person by 2 different koodo service reps on different days at the Koodo kiosk in Walmart that the way to cancel the service was to just stop paying the bills and the line would be cancelled. However, I see that even though I had left Canada and had not even had the SIM card in my phone, I continue to be billed monthly and the bill just keeps growing. I see that this will affect my credit rating.  I want to cancel my services with koodo because I am not even in Canada anymore (I haven’t been since the end of August).   I also want to deal with my accumulated bill so that my credit rating is not affected.  Can you help me with this? Thank you.

Hi, I’ve recently transferred out from Koodo, but I have a credit on my account. Could somebody please help me to get this credited back to my CC on file?

Today is my self-install date, so far I’m getting no internet connection and my self serve says my order is being processed. What time should I expect my service to be available on my self-install date? Thx

I just Signed up for Koodo Internet and I selected Jan 5th for my Activation Date but I don’t see it in my welcome email.  Billing term states Jan 12th.  How do I check my Activation date as I already set my cancellation of my existing Internet service for Jan 5th.  I want to make sure I have the correct date.

Is visual voicemail already included in the plan or is it an add-on? If it is an add-on, how do I request it and what is the price? I am using an iPhone so visual voicemail is very important for me.

Hi, My spouse and I switched to Koodo during their Black Friday promotion. We each created our own Koodo accounts, and we each pay monthly (post-paid). Now I want to merge our accounts together so that we only get one bill. An agent at the Koodo kiosk said it’s free to merge accounts but we need to do this via callback. The callback agent said merging accounts costs $50... Which one is correct?  Is there another way to put two Koodo numbers on one bill for free? Thanks in advance  

Hey, I switched from a 4G plan with Speed Boost to a 5G plan and chose the data rollover perk.  Got the plan change e-mail instantly but so far it doesn’t seem that anything has changed.  Still only getting LTE despite having 5G enabled on my Note 20 Ultra, and the account page is showing the 5G plan but speed boost is still there.  Already tried rebooting a few times and no change.  What is going on?

So I think I have a pretty standard situation that I would like clarity on.  My phone (and associated SIM) was stolen. However, when I search this forum I see an bunch of folks having problems when activating a new phone and SIM.  I have now have new phone and a new SIM, but want to keep my old number.  I want clarity on how this is supposed to work before continuing.  Here are the basic details of my situation. BackgroundI am a Koodo Monthly subscriber and want to KEEP my plan and number. My iPhone was stolen. Using Find My iPhone, I then erased my iPhone. I then successfully suspended my  phone using Koodo Self Service. I scheduled a callback to blacklist the phone and that apparently was also successful.What I Was ToldI was told that once I get a new iPhone and new SIM, I just need to use self service to “Change My SIM”.  The agent told me that it will correctly first ask me

 Do 4G and 4G LTE plans have different coverage? Or is the coverage the same, with the only difference being uncapped speeds on the LTE plan? The map seems slightly confusing with two different 4G coverage options. Can anyone clarify this for me? Thanks. 

Bonjour.Je viens de rejoindre vos clients aujourd'hui. J'ai deux cartes SIM, une pour moi et une pour ma femme.L'opérateur qui a changé d'opérateur pour nousIl a enregistré les deux cartes SIM à mon nom. Est-il possible d'enregistrer une des cartes SIM au nom de ma femme ?

In November 2022 (Black Friday) I purchased an iPhone 13 on the tab and obtained the $65 50GB UL Can min SFD (4G Speed) plan with a $20/month bill credit for 24 months.  My current plan costs $45/month ($65-$20 credit).   I have an offer in self-serve for the $65 Canada-US 120gb plan.   if I switch to this $65 plan will I lose the $20/month bill credit and now pay the full $65/month? I spoke to rep on the phone yesterday that said yes and now there is conflicting information online. (See photos).   

A Koodo newbie, only a week old, so still learning…...I travel overseas a lot and want to be able to receive texts (e.g., account verification texts) on my cell phone. So as my perk, I selected Free International SMS. I won’t be using my phone for anything else and will have data turned off and data roaming turned off in my phone.My question is about the Koodo add-ons. EasyRoam is of no interest to me so the way I have set it up is with only one add-on -- International Voice Roaming. But on further reflection, maybe I don’t even need that. So I’m finally getting to my question -- does receiving SMS texts while I’m overseas require International Voice Roaming? Or not? It seems to me that some kind of network roaming will be required to get the text to my phone but maybe it’s handled in a different way.   

I need to delete appletv+ which was added to my koodo phone plan free of charge. I am unable to delete this on my end as it is greyed out. I have cancelled my account over a month ago but the subscription remains. This is a real problem as I have moved overseas and the subscription is prevent me from changing my phones country/region and thus I cannot download certain apps that I need in this new country. Help!

I can’t pay my bill with my visa  card . I called the bank it shows all info are the same name , address etc  Yesterday I arranged a call . And I got ball back from Koodoo . They told me the department that doing this is not working . Says Koodoo will call me back this morning  from 8-9 am . But I  got no call . Could anyone help ? 

Hi,I have a problem with receiving calls and text messages from other networks. I asked my coworkers who are with Freedom, Fido, etc. to call AND text me but they said the call goes straight to voicemail. I did not receive any of their text messages either (even though they sent one).I think this all started last week, when I went back to Koodo from Fido via a winback offer. I was originally a koodo user from 2018 until now. Took the black friday deal of Fido and ported my number there. And then back to Koodo when they called me with a winback offer.It seems like I can call and text anybody just fine. Data is also working great (5G). I have also tried some methods that were posted here before such as: 

every time i go to see my bill i get this error  :Application error: a client-side exception has occurred (see the browser console for more information).how am i suppose to pay my bill if i don’t know what it is? anyone else having issues with this?

My plan is for 4G but my phone connects to 5G often. Am I going to be billed extra if I use data at 5G? Thanks. Just need to know if I need to explicitly turn 5G off. 

I have recently added unlimited Long-distance (to the USA and International) calling/texting, to my phone plan.  My new plan now mentions Unlimited MMS and SMS.  Is this the USA and International calling features ?   

I have the canada-us plan. this is my first time going to the states with it. Is there anything special I have to do when using it once I pass the border? For example, in my phone settings do I have to turn my roaming on or keep it off?

I recently switched to the 60GB/$45 plan when it was on sale. Using it with my iPhone 15 Pro Max. I had to do the add a perk, wait a bit, then remove it trick for the 5G icon to show up on my phone. It finally worked after doing that, but the speed sucks. It's slower than what I get with LTE.On average, I'm seeing around 80 Mbps for LTE vs around 30 Mbps on 5G. I've tested it in various areas throughout Peterborough.Is there still a bug in the system for those who switched to this plan? I don't get the point of having 5G if it's just going to be slower. 

I’ll be traveling to Spain for 2 months early in the new year. Last year I popped out my Cdn/Koodo SIM and bought a Vodofone Sim (10E for 50 GB data for 28 days with 300 international calling minutes ).  It worked well or local data and Whatsapp use as well as for calling home while being much cheaper than EasyRoam, which costs more than that per day.  I will do the same this year. One thing I’m wondering about:  Can I check my Koodo voice mail somehow without using my Koodo SIM?  If I have to use my CDN SIM to do that, am I correct in thinking I can put in my Koodo SIM and make the call to voicemail at $2/min.  While my CDN SIM is active but I have Wifi access, what do I pay for receiving or sending texts - I’m thinking of two factor verification??

I found I can convert my physical card directly to eSIM on iPhone 15, while the website said anyone need a voucher to convert, But this time I changed a sim card but same number, I can’t convert it directly on iPhone now. anyone know why I didn’t need one before  but this time I need voucher to convert?

Hey there, my second question about koodoos internet service, the billing scheme confuses me a little bit and I am looking for clarification, we are charged 55 (bundled price) when we purchase which is the price monthly but also 7 days after the initial charge and also on the 15th for the next month? Would the initial charge count as an activation fee? Any assistance helping me understand would be much appreciated thanks!